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Being able to print a document or send it by email is important for operational reasons but also to further engage with customers. Upon printing tickets it may be necessary to generate a document listing the printed tickets to avoid later complaints and having more control on what is actually collected by customers.
Solution
Two new action kinds have been added to allow configuring documents to be printed or sent by email in the following case:
- print ticket: this event is triggered when tickets are printed from the back-office, from the file details, ticket list and on-site support screens.
- collect tickets: this event is triggered when tickets are collected through the on-site collection screen, even if tickets are already printed.
Note that, if the tickets are not printed, both action kind will be triggered from the on-site collection screen. This means that if documents are configured for both, both sets of documents will be printed.
